What is NPS?

NPS is an industry-standard way to collect feedback from your attendees with simple questions based on the question of how likely are you to recommend this product to a friend or a colleague? When your guests “ Exit” the twine room they will have the opportunity to complete a survey rating the experience on a scale from 1-10 and select any technical difficulties they may have experienced or none at all.

How is NPS calculated?

Calculating your NPS is as simple as tallying up your responses and subtracting the percentage of detractors from the percentage of promoters. A score is a whole number that ranges from -100 to 100 and indicates customer happiness with the experience.

Promoters are the people who rated the experience a score of 9 or 10, while detractors are people who rated the experience a 6 or lower. Ratings of 7 and 8 are considered neutral in calculating NPS. The number is then divided by the number of responses which is then multiplied by 100 to provide your NPS score.

Interpreting your NPS score

The industry benchmark for a software company is a score of 30. Therefore anything higher than 30 is considered good and anything higher than 70 is considered incredible.

Anything below 30, provides a great opportunity to connect with guests on their experience and how it can be improved. By learning more about the reason behind a low score, we can gain insight to better improve our product and the user experience.

For more information on NPS, please contact your account manager or support@twine.nyc

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